Support and Moderation Team Lead
Remote regions
GlobalBenefits
6w PTO
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Responsibilities:
- Build and maintain the operational model for Support and Moderation: SLA, queues, prioritization, schedules/shifts, and escalation processes.
- Implement and improve the quality system, including tone of voice control.
- Improve, expand, and maintain the knowledge base, macros, and templates to reduce resolution time and error rates.
Requirements:
- English – C1+
- CRM systems: Freshdesk, Zendesk, Intercom (triggers, routing, SLA, macros, views, roles)
- Experience with scheduling and shift planning
Benefits:
- REMOTE OPPORTUNITY to work full time
- Workplace: equipped workplace and all the necessary equipment (table, armchair, wifi, etc.) in our offices or co-working locations.
- Receive bonuses from colleagues and exchange them for our merchandise, team building activities, massage certificates, etc.
Social Discovery Group
Social Discovery Group (SDG) is the 3rd largest social discovery company in the world, uniting 60+ brands with 500 million users. They solve the problems of loneliness, isolation, and disconnection by transforming virtual intimacy into the new normal.